Senior Service Desk Technician

Type of Requisition:

Regular

Clearance Level Must Currently Possess:

None

Clearance Level Must Be Able to Obtain:

None

Public Trust/Other Required:

None

Job Family:

Help Desk

Job Qualifications:

Skills:

Customer Satisfaction, Incident Resolution, Service Desk (Inactive), Technical Support, Troubleshooting

Certifications:

None

Experience:

3 + years of related experience

US Citizenship Required:

No

Job Description:

GDIT is seeking energetic and reliable professionals to join the GDIT/ARMA-GLOBAL Support Center as a Full Time Senior Service Desk Technician.  The candidate will provide a critical role on the Support Center team as the voice representing Wickr RAM. In this role you will be the Subject Matter Expert responsible for providing guidance to jr. Support center technicians as well as answering incoming calls, emails, and following up with customers in accordance with company policies and procedures to solve customer issues and escalating issues to the next tier of support, when required.  Our Services Center team is the first point of contact for customers and should have a high level of commitment to customer satisfaction and the ability to make quick and accurate decision based on the guidance provided. 

This is a remote work position serving as a Senior Service Desk Technician scheduled for Full Time work.  The typical work schedule is Monday through Friday from 8:00AM to 5:00PM CST for a total of 40 hours per week. There may be times, with advanced notice when work hours will shift to outside normal work hours. Personnel must reside in the local area, have dependable internet service, and have a quiet location free of noise and disruptions to perform these functions when working remote.  

Functional duties include: 

• Act as the Subject Matter Expert on all current processes and procedures  

• Performing duties and delivering services and outcomes to enhance customer satisfaction and process efficiencies 

• Taking phone calls from end users, creating a ticket and working to categorize the request, helping them resolve the request or problem. 

• Process tickets in accordance with provided processes and standard operating procedures 

• Create, monitor and track and respond to tickets as assigned, using established tools 

• Follow up with customers to ensure issue resolution and customer satisfaction 

• Participate in training events and incident resolution activities, as required 

• Will support test events related to products and services. 

• Basic command line execution in PowerShell, Windows CMD Line in a cloud environment 

• Analyzing Excel data for accuracy 

• Writing and maintaining technical documents to include processes, procedures, and training plan 

Knowledge, Skills and Abilities 

• Applicants must exhibit customer service skills which include the ability to communicate effectively, being action-oriented, exhibiting patience, taking ownership, managing time wisely and working effectively both independently and in a team environment.  

• Familiar with service desk ticketing systems and terminology (incident, service request, change) is desired 

• Ability to track and identify positive and negative trends 

• Ability to recognize issues and problems needing escalation to higher tiered support 

• Ability to recommend improvements to enhance efficiencies and customer outcomes 

• Ability to follow processes and procedures outlined in sustainment documentation 

• Must be technically inclined and experienced with browsers, mobile devices, laptops, personal computers and installing applications on all items 

• Must exhibit consistent focus on Team and Customer Success 

Other Desired Qualifications: 

• ITIL v3 or v4 Foundation certification a plus  

• AWS Cloud Practitioner certification 

• Exposure to Active Directory or other Identity Access Management (IdAM) system is desired 

• Experience installing applications on Windows, Mac, Android and Apple iOS devices 

• Proficient in Microsoft Office products  

• Strong written and oral communication 

• ServiceNow experience a plus  

 

Certification Requirements 

• DoD 8570 IAT-2 or higher (SEC+ or higher) compliance required 

• Any IT certifications for MS Windows, Red Hat, AWS, MS Azure, are desired 

QUALIFICATIONS 

• Minimum 3 years related IT systems experience/exposure 

• Be able performed work in a remote setting 

• Candidate must have reliable internet services to ensure remote work actions can be performed in a quiet location free of external interruptions. In the event of an ISP service outage, candidate must be able to find suitable and reliable internet connectivity 

The likely hourly rate for this position is between $24.22 - $32.78. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.

Scheduled Weekly Hours:

40

Travel Required:

None

Telecommuting Options:

Remote

Work Location:

Any Location / Remote

Additional Work Locations:

Total Rewards at GDIT:

Our benefits package for all US-based employees includes a variety of medical plan options, some with Health Savings Accounts, dental plan options, a vision plan, and a 401(k) plan offering the ability to contribute both pre and post-tax dollars up to the IRS annual limits and receive a company match. To encourage work/life balance, GDIT offers employees full flex work weeks where possible and a variety of paid time off plans, including vacation, sick and personal time, holidays, paid parental, military, bereavement and jury duty leave. GDIT typically provides new employees with 15 days of paid leave per calendar year to be used for vacations, personal business, and illness and an additional 10 paid holidays per year. Paid leave and paid holidays are prorated based on the employee’s date of hire. The GDIT Paid Family Leave program provides a total of up to 160 hours of paid leave in a rolling 12 month period for eligible employees. To ensure our employees are able to protect their income, other offerings such as short and long-term disability benefits, life, accidental death and dismemberment, personal accident, critical illness and business travel and accident insurance are provided or available. We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

We are GDIT. A global technology and professional services company that delivers consulting, technology and mission services to every major agency across the U.S. government, defense and intelligence community. Our 30,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 30 countries worldwide, offering leading capabilities in digital modernization, AI/ML, Cloud, Cyber and application development. Together with our clients, we strive to create a safer, smarter world by harnessing the power of deep expertise and advanced technology.

We connect people with the most impactful client missions, creating an unparalleled work experience that allows them to see their impact every day. We create opportunities for our people to lead and learn simultaneously. From securing our nation’s most sensitive systems, to enabling digital transformation and cloud adoption, our people are the ones who make change real.

GDIT is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.